We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381196 results
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Decision Reference DRN-5332805
25 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5332805 The complaint Mr and Mrs C complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund them the amount Mr C lost as the result of a scam. Mr and Mrs C are being represented by a third party. To keep things simple, I will refer to Mr and Mrs... (3 pages)View decision -
Decision Reference DRN-5245239
25 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5245239 The complaint Mr O complains that HSBC UK Bank Plc (“HSBC”), have failed to refund money that he lost as part of an investment scam. What happened Mr O says he came across a company that purported to be an investment firm, but he says it was actually a scammer that I will c... (3 pages)View decision -
Decision Reference DRN-5647957
25 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5647957 The complaint Mr M has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C’), now Pathlines Pensions UK Limited. Mr M says L&C mismanaged his self-invested personal pension (‘SIPP’) and as a result it allowed investments to be ... (39 pages)View decision -
Decision Reference DRN-5536499
25 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5536499 The complaint Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) providing credit to fund the purch... (26 pages)View decision -
Decision Reference DRN-5371089
25 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5371089 The complaint Mrs D complains about end of contract charges applied by Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (Skoda) after she returned a car supplied under a hire agreement. What happened In June 2020, Mrs D was supplied with a new c... (3 pages)View decision -
Decision Reference DRN-5556887
25 Jun 2025 American International Group UK Limited Not upheldInsuranceDRN-5556887 The complaint This complaint is about the handling of a claim made by Mr and Mrs B under their ‘Leisure Home Insurance’ policy with AMERICAN INTERNATIONAL GROUP UK LIMITED (“AIG”). Sadly, Mrs B passed away in January 2023 while the claim was still ongoing. The complaint is n... (5 pages)View decision -
Decision Reference DRN-5373090
25 Jun 2025 Scottish Widows Administration Services Limited Not upheldPensions and AnnuitiesDRN-5373090 The complaint Ms H complains that Scottish Widows Administration Services Limited (“Scottish Widows”) failed to treat her fairly when she requested information about altering her pension investments in 2021. What happened Ms H has been assisted in her dealings with Scottish ... (3 pages)View decision -
Decision Reference DRN-5275646
25 Jun 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5275646 The complaint Mr W complains that Metro Bank PLC (“Metro”) didn’t do enough to protect him when he made two payments towards an investment opportunity in 2020 which he now believes was a scam. Mr W is being represented by solicitors in this complaint. What happened In 2024... (2 pages)View decision -
Decision Reference DRN-5472424
25 Jun 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5472424 The complaint Miss H and Mr P are unhappy that BUPA Insurance Limited (BUPA) declined their private medical insurance claims. What happened Miss H and Mr P had a group private medical insurance policy through Miss H’s employer. Miss H had left her employment in January 2024.... (3 pages)View decision -
Decision Reference DRN-5216670
25 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5216670 The complaint Mr S complains about the decision taken by MBNA Limited to decline his claim for a refund of a payment he made using his MBNA credit card account. What happened My provisional decision of 11 June 2025 set out the background to this complaint: “In July 2024, Mr ... (3 pages)View decision
